Management Makes a DifferenceAugust 23, 2011 at 2:12 PM | Posted in Annals of Management | 2 Comments
Tags: Detroit Metro Airport, Hertz
I was at the Gold desk of Hertz at the Detroit Airport this morning receiving particularly gracious service. I had been noticing this pleasant level of service of late there and asked the lady helping me if there had been a change in management. She smiled and said, yes there had been a change. I said that it was very noticeable and that I appreciated it. She was demonstrably pleased.
In the past I have Tweeted about how far Hertz had fallen from their long-time perch as the premier car rental company. The service had bordered on nasty and now doves have descended on Detroit Metro.
Management makes a difference – one way or another.